Mastering Guest Communications: From Inquiry to Follow-Ups with Scheduled Messages
Effective communication is a cornerstone of successful Airbnb hosting. From the moment a potential guest inquires about your property to the time they leave their review, the way you communicate can shape their entire experience. That’s why scheduled messages in the Airbnb app are so important for smooth hosting and happy guests. In this post, I’ll guide you through the best practices for managing guest communications at every stage of the booking process.
1. Respond Promptly to Inquiries
When a potential guest sends an inquiry, they’re likely considering multiple properties. A quick, thoughtful response can set you apart from other hosts and increase the likelihood of securing the booking.
Practical Tips:
Respond Within an Hour: Aim to respond to inquiries within an hour. This shows that you’re attentive and eager to host.
Personalize Your Response: Rather than sending a generic reply, personalize your message. Address the guest by name, and reference any specific questions or details they mentioned in their inquiry.
Provide Additional Information: If applicable, offer additional information about your property, such as nearby attractions, transportation options, or any special features that align with their interests.
Schedule automated responses: You can use Airbnb’s scheduled messages feature to communicate with your guests, and the way you word your responses doesn’t have to be robotic. In fact, scheduled messages can be welcoming and warm! Keep reading to learn more.
2. Confirm the Booking with a Warm Welcome
Once a guest has booked your property, it’s important to confirm their reservation with a welcoming message. This is your opportunity to make a positive first impression and set the tone for their stay.
A Confirmation Message: As soon as a booking is confirmed, send a message thanking the guest for choosing your property. Express your excitement about hosting them and provide any essential information they need before their arrival.
Share Arrival Details: Include check-in instructions, parking information, and any other relevant details that will help them plan their arrival. If you offer flexible check-in times or have special amenities available, let them know.
Offer to Answer Questions: Encourage guests to reach out if they have any questions or special requests before their stay. This shows that you’re approachable and willing to go the extra mile to ensure a smooth experience.
3. Provide Clear Pre-Arrival Information
As the check-in date approaches, your guests may start to feel a mix of excitement and anxiety. Providing clear, detailed pre-arrival information can help ease any concerns and ensure they feel prepared for their stay.
Send a Pre-Arrival Message: A few days before check-in, send a message reminding guests of their upcoming stay. Reiterate key details like check-in time, directions, and what to expect upon arrival.
Include a Welcome Guide: If you have a digital or physical welcome guide, share it with your guests before they arrive. This can include information about the property, house rules, and local recommendations.
4. Check-In During Their Stay
Once your guests have settled in, a brief check-in message can go a long way in showing that you’re committed to their comfort and satisfaction.
Send a Mid-Stay Message: About 24 hours after check-in, send a quick message asking how their stay is going and if there’s anything they need. This gives guests the opportunity to voice any concerns before they become issues.
Offer Local Tips: In your mid-stay message, consider sharing a few local tips or recommendations based on the time of year or current events. This shows that you’re invested in enhancing their experience beyond just providing accommodation.
Be Available: Let guests know how to reach you if they need anything during their stay. Whether it’s through the Airbnb app, text, or phone, make sure they feel supported throughout their visit.
5. Express Gratitude and Encourage Feedback
As the stay comes to an end, it’s important to leave your guests with a positive final impression. A warm, thoughtful goodbye can encourage them to leave a glowing review and consider returning in the future.
Thank Them Personally: Send a message thanking your guests for choosing your property.
Request a Review: Politely ask guests to leave a review if they enjoyed their stay. Let them know that their feedback is valuable and helps you continue to improve your hosting experience.
Offer a Discount for Future Stays: If appropriate, consider offering a discount for their next stay. This can encourage repeat bookings and show that you value their business.
Mastering guest communications is about more than just being responsive — it’s about creating a connection with your guests that enhances their experience from start to finish. By following these best practices, you can build trust, ensure smooth stays, and foster lasting relationships that result in positive reviews and repeat bookings.